Campus IT Service Desk Manager: Lead Tech Team

Solutions Management Group; Estherville (IA); Presencial; USD 60.000 - 85.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health insurance

Disability insurance

Life insurance

Section 125 FSA

401(k) retirement plan

Paid time off

Volunteer time

Employee Assistance Program (EAP)

Descripción de la vacante

Solutions Management Group is seeking a Customer Service Manager to lead a Service Desk/AV support team on a Community College campus in Iowa. You will oversee end-user support, incident management, and inventory while coaching staff to ensure First Contact Resolution and high customer satisfaction.

The role requires management experience, strong customer service, and IT/office technology proficiency, with the ability to develop self-help resources and collaborate with campus leaders.

Formación

• Employee must be able to execute strong customer service skills.
• Associate degree or bachelor’s degree in business management, Computer Science or related field.
• Management experience is required.
• Microsoft Office experience is required.
• Possess a valid driver’s license.

Responsabilidades

• Provides excellent customer service to all Community College staff, faculty, and students.
• Participates in hiring and training Service Desk staff.
• Provides coaching and direction of staff by assigning resources and reviewing processes.
• Facilitates communication between Service Desk, departments, and System Administration to resolve incidents.
• Engages with the client's CIO and coordinates checkpoint meetings.
• Motivates team to use industry best practices and deliver high-quality service.
• Leads and participates in projects using incident/project tracking software and Agile workflows.
• Manages technician development, training, and performance.
• Produces quarterly metrics to evaluate response times and resolution.
• Compiles SLA reports and communicates findings to the team.
• Manages inventory of technology equipment and project timelines.
• Collaborates with campus leaders to implement service delivery requirements.
• Sets daily workflow targets for Service Desk Analysts.
• Uses troubleshooting skills to resolve First Contact Resolution issues.
• Responds quickly to requests via the Service Desk.
• Promotes self-service and guides users to self-help when possible.
• Maintains ownership to resolution with status updates.
• Develops knowledge-based and procedural guidelines.
• Provides feedback to improve processes with the team.
• Acts as first point of contact and mentors Service Desk Analysts.

Conocimientos

Customer service

Management experience

Driver's license

Educación

Business management or CS degree

Herramientas

Microsoft Office

ITIL knowledge

Descripción del empleo

Solutions Management Group is seeking a Customer Service Manager to lead a Service Desk/AV support team on a Community College campus in Iowa. You will oversee end-user support, incident management, and inventory while coaching staff to ensure First Contact Resolution and high customer satisfaction.

The role requires management experience, strong customer service, and IT/office technology proficiency, with the ability to develop self-help resources and collaborate with campus leaders.